Overview

Project

DIRECTV and AT&T separated in August 2021. I was figuring out how DIRECTV manages billing and payments with AT&T's system.

Role

Collaborate with product owner and developers to create user-friendly design for first version of new DIRECTV interface.

 
 

Timeline

3 months (2021)

Target Demographic

Customers who use Enabler and STMS billing systems to pay and view their bills online.

 
 
 
 

Problems

  • Time constraints with developers 

  • Gauging the necessity of every feature

  • Understand which features to improve immediately without the need for user testing

  • How could we leverage v1 launched November 2022 for the next iteration

 
 

AT&T Experience

At the project start, the person in charge was unsure about the needed business details for the basic product launch in November 2021. I checked the AT&T experience for ways to make it better. Here are the main points we can simplify and improve.

  • Too many options for payment methods

  • Page is too long and scrollable 

  • What is payment arrangement and where does it go? What does it do?

  • Where do all links go and are they necessary?

 
 

RESEARCH

Explored different payment methods for a new user experience, using existing library parts. Used the images to create the first version of the layout for the idea.

  • Large balance due

  • CTAs

  • Tabs

 
 

Comps v1 and V2

I reviewed AT&T's current flow and created drafts to show the suggested changes to the product owner. Due to the short timeline, I focused on making these drafts instead of wireframing. Afterwards, I shared these designs with developers to make the implementation smoother.

Changes made:

  • Two tabs to make the page less scrollable

  • Removing all the unnecessary links

  • Limiting to three options for payment method

 
 

Leadership demonstration

Leadership Review

I reviewed leadership's impact on DTV revenue. The team agreed it solved past AT&T issues, giving the green light for development. But, we hit a snag with API functionality, needing more focus to fix it.

This is what is currently in production on the site for the MVP version.

 

Lean bill pay version

After version one launch, I had to add more numbers and details to my research. The picture shows the old design users saw. After checking, we decided to make the info simpler.

Assumptions:

  • Users just need to pay their bill or check different charges in the billing and payments section.

  • You can sign up for Autopay and paperless billing by scrolling down.

  • Users typically use the default payment option as their primary method when paying their bill.

Prototype

The prototype for user testing lets users click "pay now" easily.

 

Lean bill vs. MVP

You can see the differences between the simple bill and the basic MVP version below. This will help you understand the specific variations between the two versions.

  • Removing tabs at the top and leaving only Account Overview, Billing & Payments, Profile

  • Removing all unnecessary info that is repetitive: account numbers, autopay, paperless billing

  • Adding dropdown vs. radio buttons

 
 

User testing findings

Study on a new satellite bill payment system with consumers.

  • What: Participants completed a series of billing-related tasks using both a mobile prototype and a production test account.

  • Why: We conducted this study to find out if users preferred a container-based navigation design (vs. tabs) and whether they visioned it as a benefit/improvement over current production

  • Who: Six TV consumers who have traditional cable or satellite as their primary live TV service

 

Insights

Users mostly liked version two for paying bills. They found it easy to use with clear navigation and understandable links and menus.

Develop a simpler lean bill pay version and add it to the 2022 product roadmap to improve bill payment experience.